John SillsSpecialist in Customer-Led Growth and Organisational Culture

John Sills is a prominent authority on customer experience who serves as the Managing Partner of the growth consultancy, The Foundation. With a career spanning over twenty-five years, he bridges the gap between high-level boardroom strategy and everyday frontline interactions. His professional journey began on a humble market stall, which provided the foundation for his practical grasp of consumer behaviour. He later spent more than a decade at HSBC, progressing from customer-facing positions to becoming the Global Head of Customer Innovation. Since moving into consultancy, John has provided strategic guidance to a diverse portfolio of major international brands including BP, Sky, eBay, and UNICEF. He challenges the modern obsession with metrics like Net Promoter Scores, arguing instead for a deeper focus on genuine human needs. His book, The Human Experience, was recognised as the Leadership Book of the Year by the Institute of Leadership, highlighting his belief that restoring emotional connection to business creates a significant commercial advantage. His expertise reaches a wide audience through a newsletter with over 10,000 subscribers and features in the Financial Times and The Guardian. John is frequently booked for his ability to transform complex behavioural data into clear cultural values that drive business success. Audiences value his humorous and provocative delivery style, which provides leaders with the practical tools necessary to build trust and achieve meaningful differentiation in a crowded marketplace. On stage, John Sills is best known for talks on Branding & Marketing, Customer Service & Experience and Reputation. Audiences leave with a clear, practical view of the subject rather than a generic overview — every keynote is shaped around the brief and the room. Their work resonates with leaders across Business & Consulting, where the themes translate directly into team decisions, customer experience and growth strategy. John Sills is regularly booked for Business Speaker and Conference Speaker, adapting tone, length and format to suit the event — from a 20-minute opener to a full conference keynote with Q&A. Based in UK, John Sills travels internationally for engagements. To check availability or request a tailored brief for your event, send an enquiry and we'll come back with fees, dates and a short summary of how John Sills would approach your audience.